Gerald Lawrence

Experience

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  Bosco Integrated Computer Services

  Aug 1997 - Feb 1999

  Technical Support Engineer

  Job Responsibilities:• Managed service team of 10 tech support exec. • Assembling customized computers according to the software requirements.• Provided services for computers under ASC, AMC, warranty computers.• Chip level hardware service for both customized and banded computers.Key Achievements:• Had provided excellent customized computers at unbeatable prices, without compromising in quality.• Service Team achieved best performer award for the year 1998.• Taken Technical course on basic hardware and networking. Show less

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  Gateway Technologies PVT LTD

  Feb 1999 - Sept 2000

  Technical Support Engineer

  Job Responsibilities:• Tech support Engg for major clients like Wheels India Padi and Prasad studios. • Assembling brand new customized computers and providing support.• Provided service on call, AMC, warranty Desktop and Laptop computers.• General hardware service of Computers both customized and banded.Key Achievements:• Brought new customers and more new business to the company by providing the best customer experience to the existing customers.• Decision making and handling the critical issues. Show less

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  Apex Transworld Computers PVT.LTD

  Nov 2000 - Feb 2004

  Helpdesk Lead

  • Responsible to co –ordinate technical issues with Tech support team.• Residential Tech support Engg for Office Tiger and Slash support.• Setting up work group and domain network.• General hardware service of Computers both customized and banded.• Attending day to day customer issues on Apex rental computers from high end Server models to basic computer.

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  Sutherland

  Feb 2004 - Dec 2010

  • Ensure that all Client SLA targets are met on a daily and monthly basis as per the SOW.• Accountable for the program’s monthly QoS performance.• Attend Weekly and Monthly client calls and calibration calls.• Provide actionable process / technical feedback derived from data analysis of call / case reviews to all Team Leads, SME’s, and Technical Leads.• Achievement of budgetary measurements and to Maximize revenue generated efficiency. • Meet or exceed call and case review goals, concentrating on the technical / troubleshooting skills and Process adherence.• Handled resources from multiple vendors, managed resources and managed time schedules to reduce cost. • Act as Expert or Liaison with clients internal and external resources on technical and process issues• Analyze and Modify Operations as needed to maintain Service level.• Participate and review the KPI of the site with client on the weekly Flash calls.• Handled client escalation and customer recovery calls.• Maintained KRA matrices as frontline tech support agent.• Found new solutions to the error codes and Created Solution object Show less

  • Group Lead

    Sept 2008 - Dec 2010

  • Team Lead

    Jul 2006 - Aug 2008

  • SME

    Feb 2004 - Jun 2006
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  Movate

  Jan 2011 - Dec 2017

  Program Manager

  • Successfully led in transitioning the US insurance based company in CSS Corp Chennai and Utah delivery center as a hybrid model and show cased the delivery excellence within the first 60 days of stabilization face. Managed to reduce the overall Infra backlog tickets to less than 5% and improved the CSAT score from 70% to 85% within the first 90 day from the Go live date.• Received Customer Delight award and Best Manager award for building a good relationship with the existing customer and bringing in new business through industry best practices. • Implemented Auto routing system in Global search engine ITSM tool through intelligent helpdesk routing methodology , which reduced the pass through tickets entering into service desk queue. Thus the number of pass through tickets inflow got reduced from 15% to 1% and fetched a great result in improving CSAT to trend at 96% consistently. • Helped the client in Migrating from old technology to newer technologies:- Migrated Physical data center to virtual DC- Migrated Citrix users to VMware Client successfully - Migrated users from Winapps proxy restrictions to new proxyless pac restrictions that added more security and reduced the complexity of access & sharing permissions- Enabled auto-response escalator with interactive nag messages when users do not respond• Completed the O365 migration project successfully within the agreed timeline through implementing agile project management methodology • Rewarded Best Manager award twice in this tenure with CSS for delivery excellence and maintaining an overall good revenue GC% • Provided premium MDM services support through Air Watch for an American Airlines company and reduced number of tickets reported on VOIP related issues from 6% to 2%• 15% to 20% people productivity improvement through heuristic analysis• 25% productivity improvement by proven Process Automation- Typical service requests- Backend troubleshooting- Increased productivity & CSAT Show less

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  Tech Mahindra

  Jan 2018 - now

  Associate Operations Head